Opsgenie not closing alert after Zendesk rule

[Mensur Kaloshi]

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[Talar Pavlovic]

Hi there Mensur, 

Thanks for writing into Community, I'm Talar from the Atlassian Opsgenie support team, happy to help!

Thank you for sharing the error - this error basically means that when Opsgenie checked the "Alert Actions" in your Zendesk integration, none of the filters matched the data in the payload. 

There are 2 things to check in this regard: 

1. That your "Close Alert" action filters are correct 
2. That the "Alias" field in the create alert action matches the same field in the close alert action

Having said this, what I'd recommend you do to continue debugging here is: 

1. Go to your Opsgenie logs and find the entry again 
2. Expand it so you can see the full payload which was sent from Zendesk
3. In another window, open your Zendesk integration 
4. Take some time to go through the "Close Alert" filters to ensure the filter is checking for data that is in the payload 
5. Whilst here, also double check that whatever the "Alias" field is set to in the create alert, matches the "Alias" field in the close alert action 

For more information please see: https://community.atlassian.com/forums/Opsgenie-articles/Why-aren-t-my-alerts-being-created-closed-or-acknowledged/ba-p/2430603 

Hope this helps! 
Talar 

[Mensur Kaloshi]

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[Mensur Kaloshi]

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[Talar Pavlovic]

Hi there MK, 

Thank you for checking the above and sharing more information here. 

Could I please confirm with you if you have 3 different triggers setup as per the screenshot in the "Troubleshooting" section of our Support Documentation? One for Create, one for Ack and one for Close? 

If not, please add the additional triggers as per the documentation, and test with a new Alert. 

If yes, and you are still having trouble, please create a support ticket so we can provide more customised assistance. 

Also - I would recommend rotating the API key you are using as this is a public forum! 

Kind regards,
Talar 

[Mensur Kaloshi]

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[Talar Pavlovic]

Glad to hear it, MK! 

All the best,
Talar